Complaints

This profile includes complaints for Mercy Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Mercy Hospital

  615 S New Ballas Rd Saint Louis, MO 63141-8221

• 

  Mercy Hospital

  PO Box 350 Crystal City, MO 63019-0350

• 

  Mercy Hospital

  10010 Kennerly Rd Saint Louis, MO 63128-2106

• 

  Mercy Hospital

  10770 Business 21 Hillsboro, MO 63050-5075

• 

  Mercy Hospital

  901 E 5th St Washington, MO 63090-3098

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mercy Healthcare Billing: I called Mercy customer service to inquire about an EOB I had received for services 5 months ago and had not received a bill from Mercy. I accidentally found out from the representative that there was a bill from 2 years ago that Mercy sent to collections. I explained that I had not received any notification from Mercy or a collection. I had to speak to a manager for further details. The manager was polite but stated he could not help me because the issue was over a year old. I explained that I didnt have knowledge of an overdue bill. He sent me to another manager. This manager was very rude and after asking her multiple questions she admitted the bill was sent to a different address and told me that I requested the address change. I attempted to explain that I have lived at the same address for 15 years and that I recently received a bill from Mercy with my correct/current address. She rudely and adamantly stated there was NOTHING she could do and was going to end the call if there were no more questions. I asked to speak to a billing manager and she stated Im the customer service and billing manager and refused to let me talk to someone else. I couldnt pay the bill if I wanted to because I have received NO bill from Mercy or communication from anyone else. I cant provide BBB with a tracking or reference number because I never received a bill or otherwise!

  Business Response

  Date: 02/25/2025

  Good afternoon, 

  I have sent to our leadership to review call and provide any education as well as follow up with the patient

  Customer Answer

  Date: 02/27/2025

  I will continue to wait for Mercy's response. thank you

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19th I had a well woman exam fully in accordance with my health insurance requirements for a well woman exam.Mercy billed for a regular doctor appointment which requires a copay.Mercy refuses to rebill.

  Business Response

  Date: 02/11/2025

  We are mailing & faxing our response to you today

  Business Response

  Date: 02/12/2025

  We appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant. 

  We are forwarding the matter to the clinic for review.  Today's letter will also be faxed to ************.

  Please let us know how I can be of further assistance in the resolution of this concern. 

• Initial Complaint

  Date:12/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 1 2022 I made a visit to my sons pediatrician for his annual exam and they filed the wrong insurance Information and have been trying to get it resolved for 2 1/2 years now. I thought it had been resolved ( his twin brothers was corrected) but once southeast merged with mercy they are again billing me and I have reached them several times and they just will not attempt to correct it. The visit was covered under my sons plan which I have confirmed with his insurance provider. They are threatening collections for $161 which is not our responsibility

  Business Response

  Date: 12/30/2024

  Good afternoon, 

  We will need the patient's name and date of birth? 

  Customer Answer

  Date: 12/31/2024

  ****** *********

  06/30/2017

  Business Response

  Date: 12/31/2024

  I am unable to open the attachment. 

  Business Response

  Date: 01/02/2025

  Good morning, 

  This is a clinic prior to Mercy taking over the billing. I have sent to that team to work. 

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My primary physician wanted me to get a pap smear because it's been 2 years since my last one. I made an appt. with ******** *****, PA at the Mercy Clinic OB/GYN office in ****** On 10-8-24 to get this done. ******** refused to do a pap smear test on me because she said I was too old (I'm 64), and it didn't matter that my primary physician had ordered it. I was still charged (and my insurance paid) for my annual Well Woman appt. with her, but I didn't get the pap smear. And I still haven't gotten the pap smear. Now I will have to go to another provider and be charged again for another Well Woman appt. (insurance only pays for one a calendar year) in order to get this done. In addition, in the After Visit Notes, ******** chose to write malicious comments and to include them in red in my permanent medical record which had absolutely nothing to do with the reason for my appt.

  Business Response

  Date: 12/11/2024

  December 11, 2024
  
  BBB
  **************
  Suite 2060
  ********************; 63102
  
  Case ID: # ********
  
  Dear Better Business Bureau Investigator,
  
  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
  
  We have had this matter reviewed by our Chief Executive Officer, our Vice President of Quality/Patient Safety/Regulatory Compliance,and our ***************** department. All the parties have determined the concerns to be concluded based on their findings.
  
  Please let me know how I can be of further assistance in the resolution of this concern.
  
  Sincerely,
  
  ***** ******
  Patient ************************************************************
  Mercy Health Systems

  Customer Answer

  Date: 12/12/2024

  Complaint: 22667634
  
  I have reviewed the business' response and am rejecting it because:
  Everytime I have approached Mercy about resolving this, they immediately dismiss it and say it's concluded.  

  Just because they say it's concluded doesn't mean there's been any resolution.

  The facts remain the same.  I scheduled an appt. with ******** ***** on 10-8-24 to obtain a pap smear that my primary physician requested.  ******** refused to do the pap smear because she said I was too old (which is discrimination and illegal).  In addition, she chose to add malicious comments to my permanent medical record which had nothing to do with the reason for my visit, and to record them in red.

  My insurance paid Mercy Clinic OB/GYN for this appt. - see explanation of benefits attached - and yet, I still didn't obtain the test which I went for.  Now I will have to pay out of pocket to go to a different doctor and obtain a simple test which ******** refused to perform.  And her malicious comments remain on my record.  This is fraud.

  I require reimbursement from Mercy to pay for another ** to do this test, and the malicious red comments to be removed from my medial record.

  We would all like to be able to just proclaim that an inconvient situation is resolved without doing anyhting to resolve it.  But that's not legal, and it's completely fradulent and malicious business practice.

   

   

  
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/12/2024

   

   

  We have forwarded this back to Mercy's **************************** as it is an ongoing investigation

  
  

  Customer Answer

  Date: 12/13/2024

  Hi -

  Thanks for keeping me in the loop about how Mercy is answering your inquiries.  I think it's good, potentially, that they're kicking this back down to Patient Relations, although Patient Relations have been telling me the case is resolved for over 2 months and have been of no help.  So, at this point, I can't say I agree or disagree with their actions.  I am ok with waiting for their next move.  But I don't want the case closed because nothing has been resolved.

  I've attached a photo of the original order from my primary physician dated 7-24-24 asking me to get a pap smear, so this should add more weight to my original request of getting a pap smear and that my primary felt it was needed.

   

  Thank you for your help this far and I appreciate you intervening.  This is no different than if I took my car to the mechanic and asked for an oil change because it was required by my dealer, but the mechanic refused to do the oil change because of the age of the car.  And still charged me for it.  And wrote malicious comments in spray paint on the outside of my car.

  I appreciate your help

  ***** *****

   

   

  Business Response

  Date: 12/19/2024

  Thank you reaching out to us regarding ***** ************* visit on October 8, 2024, at MERCY CLINIC OB-GYN - **************** with ******** ****** **-C.  Were sorry that this office visit did not meet her expectations, and we appreciate you bringing these matters to our attention. As mentioned in previous emails, Cyndis concerns are important to us.
  Carolines collaborating physician, Dr.***** ****** reviewed Cyndis concerns and determined that the care provided during her visit was appropriate. It has been explained to ***** that the ***** guidelines, which are consistent with ACOG and USPSTF, recommend co-testing of cytology and HPV every 5 years in patients who are between ***** years old with no prior history of abnormal pap smears or cervical procedures. With changes made due to the Pandemic,  3-year increments are in place. Per ********* she informed ***** that with no prior history of abnormal paps, she would be due for her next exam in 2025.
  
  The red text in the documentation reflects deviations from baseline as identified by our electronic medical record system and was not manually altered by ********.
  

  Customer Answer

  Date: 12/21/2024

  Complaint: 22667634
  
  I have reviewed the business' response and am rejecting it because:

  
  Once again, this is the SEVENTH time Mercy has simply dismissed this situation and stated that the case was closed.  They never do anything to address my complaint other than list people who work for them and their titles and that the case is closed.  Just because we wish unfortunate situations would go away without any movement on our part, that doesn't mean it happens in real life.  Businesses have to be held acountable for their unethical business practices.  This response is not acceptable.

  I am attaching a screen shot of the Mercy website policy stating that it does not discriminate on the basis of age.  However, ******** ***** CLEARLY discriminated against me based on my age, and her supervisor supported that discrimination.  In addition, she commited fraud by denying me a pap smear that my primary physician requested, charging me for an annual well woman appt. which did NOT include this pap smear, and for which I will now have to go to ANOTHER provider to get the pap smear and which my insurance will NOT cover because they won't cover two appointments for this within the same year.  Finally, by including malicious comments in red on my permanent medical record that had nothing to do with the reason for my visit, ******** is  also commiting libel.  

  Mercy continues to deny any wrong doing in this case without ever doing anything to resolve the situation.

  If I had a car that the manufacturer said was due for maintenance work that I took to a mechanic, and the mechanic charged me for their time but failed to perform the maintenance work, that would be fraud.  And, if, in addition, the mechanic spray painted malicious comments all over the outside of my car for the world to see, that would be destruction of property and libel.  This is no different.

  I require reimbursement for the charges I will incur to go to another ** to get this pap smear and that the malicious comments ******** ***** wrote on my permanent medical record in red be removed.  This is a very minimal ask, considering if this matter were to come before a judge in a court, the judgement would be much more severe.
  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 12/21/2024

  I really am counting on the *********************** supporting me in this and continuing to push for a resolution in this matter.

   

  Once again, this is the SEVENTH time Mercy has simply dismissed this situation and stated that the case was closed.  They never do anything to address my complaint other than list people who work for them and their titles and that the case is closed.  Just because we wish unfortunate situations would go away without any movement on our part, that doesn't mean it happens in real life.  Businesses have to be held acountable for their unethical business practices.  This response is not acceptable.
  I am attaching a screen shot of the Mercy website policy stating that it does not discriminate on the basis of age.  However, ******** ***** CLEARLY discriminated against me based on my age, and her supervisor supported that discrimination.  In addition, she commited fraud by denying me a pap smear that my primary physician requested, charging me for an annual well woman appt. which did NOT include this pap smear, and for which I will now have to go to ANOTHER provider to get the pap smear and which my insurance will NOT cover because they won't cover two appointments for this within the same year.  Finally, by including malicious comments in red on my permanent medical record that had nothing to do with the reason for my visit, ******** is  also commiting libel.  
  Mercy continues to deny any wrong doing in this case without ever doing anything to resolve the situation.
  If I had a car that the manufacturer said was due for maintenance work that I took to a mechanic, and the mechanic charged me for their time but failed to perform the maintenance work, that would be fraud.  And, if, in addition, the mechanic spray painted malicious comments all over the outside of my car for the world to see, that would be destruction of property and libel.  This is no different.
  I require reimbursement for the charges I will incur to go to another ** to get this pap smear and that the malicious comments ******** ***** wrote on my permanent medical record in red be removed.  This is a very minimal ask, considering if this matter were to come before a judge in a court, the judgement would be much more severe.
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/22/24 Date of "Service"I went to Mercy Hospital ER because I had a bad tooth ache and my face was swelling up really bad. I arrived and I was the only patient in the waiting room. I was immediately taken to a room and a doctor and a nurse came in right away. The doctor looked in my mouth and said yeah you have a tooth infection and told the nurse to get a script going for antibiotics and give me a shot in my rear to start the healing right away. The doctor left the room and the nurse gave me a shot and sent the script to my pharmacy. The doctor was literally in the room for possibly 2 minutes and the nurse maybe 5 minutes. I was in the room for no more than 15 minutes max for the entirety of the visit. I received a bill for my services totaling $2,199.70!!! I immediately called the hospital and complained about the price for the very minimal service i received and they said that is their standard ER price and they cant do anything about it. I called back and spoke with a supervisor who was extremely rude and told me the same thing. I even explained how long I was in the room and that the doctor just looked in my mouth and that was it!!! They charged me for a LEVEL 4 ER visit when it should be LEVEL 1. If there was a LEVEL 0 it should be that! I called them again and told them I was not paying this bill because it is CRIMINAL what they charged me and complete FRAUD! They said well that's your decision and it will be sent to collections if I don't pay. Here we are now and yeah I got called from a collection agency. I assumed they had dropped the charges because I never heard another thing about it.What they charged me is completely illegal and I don't know what else to do! Please help me!! I would like to have these charges dropped or reduced to what the care was given. I would have got better treatment at my primary doctor and looking back that is obviously what I should have done. I will never go to an ER again! Just criminal that they can charge whatever.

  Business Response

  Date: 12/03/2024

  
  
  

  Business Response

  Date: 12/03/2024

  
  
  

  Business Response

  Date: 12/10/2024

  We appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

  We responded on November 1, 2024 that we had reviewed the matter and was working with the patient for satisfactory resolution.  However, we cannot locate that original response to you that was sent through your portal.  We forwarded the patient's concerns to our **************************** for review.

  Today's letter will be entered into the portal as well as faxed to ************.

  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations.  The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

  Please let us know how we can be of further assistance in the resolution of this concern.

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife had normal, preventative pap tests done in July of 2023 and Mercy, who took over this hospital, never submitted these claims to insurance. despite calling numerous times over the last year and them promising to look into it they never would submit it to insurance and kept sending us bills. Then they turned us over to collections agency and we called them again and they assured us they would remove us from collections and take care of it. This also happened with another claim from December of 2023 for part of a colonoscopy. To this day we are still getting be harassed by collections agency. I don't know if it gross incompetence or just widespread lack of concern for their patients but i know we will not be going there for anything in the furure given the choice.

  Business Response

  Date: 10/15/2024

  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion

  Customer Answer

  Date: 10/30/2024

  Complaint: 22424950
  
  I have reviewed the business' response and am rejecting it because:
  there was no actual real response, only something stating they handle it internally, whatever that means. we did get some bogus letter from them claiming they couldn't find the claim or whatever. it didn't really make sense. I called them like 5 or 6 times over the year there should be some record. so in short they are basically blowing us off. on the one claim claim we just went ahead and paid the collection agency to get them off our back even though insurance would have completely paid the full amount if Mercy would just submit the claim to them which they never did in over a year's time. we continue to have new issues with Mercy and getting medical records from them. its like it never ends.
  
  
  Sincerely,
  
  Mark And ****** ********

  Business Response

  Date: 10/31/2024

  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion

  Customer Answer

  Date: 11/02/2024

  i'm a little confused. The company did not try to resolve at all. Also this complaint is for southeast mercy hospital in **************, **, although it states on this page it is Mercy, springfield, Mo. just want to make sure we got the right place. Also can i see my complaint online if i go to BBB site and search for it as i don't see anything yet?...

  Business Response

  Date: 11/04/2024

  Mercy acquired ***** Hosptial on 10/1/2023- the dates of service that you are referencing are prior to this acquisition. Unfortunately, Mercy does not have access to these claims that you are bringing to light. You will need to contact the number on your billing statement or ************ (************ Health System) for assistance as Mercy is unable to provide support with any billing disputes prior to 10/1/2023. 

• Initial Complaint

  Date:10/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a UV04 on or about 08/13/2024 from Mercy, on a procedure I had done on 05/16/2024. I need this form to submit to my supplemental insurance carrier for reimbursement. I was told it could not be emailed to me and would have to be sent to me by ****. I waited approximately ten days and had not received it. I called them back asking about it and was told it was mailed on 08/23/24. I waited again approximately another two weeks and still nothing. I called them again and was told I could have had it faxed to me. I asked if she could fax it to me and was told, that I can only request the form once and I had already done so, so she could not fax to me. She told me again that it was mailed on 08/23/24. I waited the whole month of September and still nothing in the mail. I called again today 10/01/2024 and was told that an itemized invoice was mailed to me on 08/23/24. When I told them that they had mailed the wrong thing to me and that I still had not received it, I was told that I should contact my post office and see where my mail was at. They will not email nor fax this form to me. They will not let me speak to a supervisor. The fault is made to feel like it is mine. She told me her supervisor will allow it to be mailed out again and it should be going out in the morning mail on 10/02/2024. I asked if it was the correct form being mailed and she said yes. My frustration is very upsetting. I need this form. Other hospitals and Drs have sent me the form to my email. They were very rude to me and every time made me feel like I was asking for something they shouldn't be giving me. This is my bill, it has been paid but yet they are not wanting to accept responsibility for their failure to get it to me in a timely manner. Every person I have spoken to has a different answer as to how they can send this. I am having another surgery done in two weeks and need this taken care of asap. They will not let me speak to a supervisor and I need to.

  Business Response

  Date: 10/02/2024

  Please see attached letter

  Business Response

  Date: 11/25/2024

  Good morning, 

  We responded to the complaint on 10/2. I have attached the letter that was sent to you. 
  We followed up with the patient on this date as well. 

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Location: Mercy Hospital in **************, ** used to be Southeast Hospital I had a mammogram and tried to talk to someone about the billing and couldn&#**;t get in touch with anyone. No one answered the telephone or returned my calls. I would like to get them to not bill me because it is under the wrong name. It is Mercy Hospital and not Southeast Hospital. Southeast Hospital no longer exists.

  Business Response

  Date: 09/25/2024

  Good afternoon, 

  I have forward the complaint to the billing office that for dates of services before Mercy took over. 

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was went to Mercy South on ********, admitted for Bowel Obstruction aka Constipation and at the time I had a Anthem/BlueCross PPO through my Employer and they covered every thing, so why are they still sending me a Bill and the FUNNY thing is they say I am on a Payment Plan SO NOT TRUE, why would I be on a payment plan if I Had Bluecross Anthem PPO [Full Medical Coverage]Through my Employer? So they sent a Bill ********* after me and that is not work that is not the Cherry on Cake the collection agency sent a Manila Envelope with I'd say give or take close to 200+ pages of the MERCY SOUTH BILL. So I called those lovely ladies in the BIlling Department and from one CSR to Another They need to retrain those ladies. I called ********** Anthem and explained to them just what MERCY ****************** was intending to do. I am not paying Mercy South One Iota,my PPO Covered All Of it. I need them to Cease and Desist with their Billing Notices

  Business Response

  Date: 08/15/2024

  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.
  
  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn't have health insurance and I had a health issue, so I went to the Mercy ******* location to be checked out. The Mercy billing people talked me into applying for a state run version of health insurance which I was never accepted to get. So I canceled out of that in order to simply pay cash for my bill. I sent Mercy a $500 payment towards my outstanding balance. Months and months go by and I never got contacted by them at all. So I called them each and every month asking about my bill. Each of my 5 calls into Mercy resulted in being told a different amount owed each month. Plus they do not show the $500 payment that I sent them, even though I have proof of the cashed check by them. The last time I contacted them they said they would mail me an itemized statement. I received this in the mail and once again there's no $500 payment shown on my account as paid, and there's a different payment amount shown as paid to them (less than my actual payment made) and once again the total amount due is different than all the previous amounts that I was told I owed. At this point I'm not paying them a dime until they can show with consistency what I actually owe, and show my payment made as actually applied properly.

  Business Response

  Date: 08/15/2024

  I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant.

  
  Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulations. The complainant may in turn release a copy of our original response directly to the Better Business Bureau, at their discretion.